Complaints & Claims

Complaints & Claims

GBS Joinery is committed to providing high-quality products which meet the standards our customers expect of us and we expect of ourselves.

We make every effort to ensure that everything we manufacture is produced fit for purpose, to the satisfaction of our customer or their representative, on time, and to the price agreed.

If a customer believes that they have reason to be dissatisfied with the product or the service we have supplied, we will try to the best of our ability to find a mutually acceptable solution.

If a query or complaint is received, it will be referred to the partners, one of whom will contact the customer directly to clarify the details. If appropriate or necessary, they will arrange for an inspection visit. If we conclude that we are in some way responsible for the problem that has arisen, we undertake to rectify it in a mutually agreeable manner and within a reasonable period of time.

If further advice or assistance is required, or if it is agreed that an independent view is required, we may seek the opinion of the Technical Department of the British Woodworking Federation.

We aim to respond initially to any query or complaint within 10 working days. We hope to agree any remedial action which may be required within 30 working days of the inspection, subject to obtaining professional opinion and advice.

We will keep a written record of all complaints and queries received, and review them from time to time in order to ensure that problems do not recur.

Claim Procedure

Claims under warranty will only be accepted in writing by post direct to the company office or by e-mail using the form below and provided that:

The claim is within the warranty period

The claim is accompanied by the original invoice

The products have been cared for and maintained either in storage or in service during the warranty period